It’s Just An Illusion

Tuesday, November 2nd 2010

Working in the service industry you sell the illusion that you are in control of a situation.

The customer trusts you to ensure that the organized event goes off without a hitch, that the celebrity speaker shows up on time and sober, that little Belgian chocolates are placed on each pillow of the hotel suite.

It’s the illusion we’re paying for, and we pay more for a better illusion so naturally, if you can provide a better illusion than the other guy, you can charge more.

The illusion that you can control the service for the customer still remains an illusion, and so long as they don’t peak behind the curtain, so long as the curtain doesn’t fall down, everybody is happy.